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evfrson
Aspiring Contributor
341 Views
Message 1 of 9

BT Cloud not upgraded after changing broadband package

I upgraded from broadband to infinity 2 just over one week ago but my storage on BT Cloud is still at 2GB and not 50GB.

I waited for a couple of days to see if the upgrade would happen but it didn't so I raised an order via My BT to get the storage upgraded. An order reference was shown on the screen which I made a note of and a message was displayed that I should receive confirmation of the order. Since I did not receive any confirmation of the order via email or letter I rang BT to check the status of the order and they can't find it on their system, but they did tell me that I am showing on their system that I have 50GB and that I should not need to have raised an order.

I told them I still have 2GB and I was told in that case then I need to call tech support and raise it as a technical issue.

I rang tech support in India and surprise surprise they were no use at all. All they told me was that lots customers are having the same problem and that they are looking into it. I wasn't given any ticket number or any date by which the problem would be resolved, so I am not hopeful of a resolution.

Anyone else here having similar issues and any suggestion what I can do next ?

 

 

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8 REPLIES 8
Distinguished Sage
330 Views
Message 2 of 9

Re: BT Cloud not upgraded after changing broadband package

Hi

I am sorry to see you are having problems


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

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evfrson
Aspiring Contributor
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Message 3 of 9

Re: BT Cloud not upgraded after changing broadband package

Thanks - I have sent a message to the forum mods.

 

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evfrson
Aspiring Contributor
293 Views
Message 4 of 9

Re: BT Cloud not upgraded after changing broadband package

Well it's been 10 days now without a phone call or email from BT support regarding this issue.

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Distinguished Sage
286 Views
Message 5 of 9

Re: BT Cloud not upgraded after changing broadband package

i suggest you resend a mail again
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evfrson
Aspiring Contributor
278 Views
Message 6 of 9

Re: BT Cloud not upgraded after changing broadband package

I am led to believe many people are affected by this problem and it is difficult to understand why it is taking BT so long to fix it. I will resend the mail again but I am not holding my breath for a resolution. If I was to put my cynical hat on I may think this is a deliberate ploy by BT to keep the cloud storage used by customers as low as possible.

 

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Dynamicworm
Beginner
273 Views
Message 7 of 9

Re: BT Cloud not upgraded after changing broadband package

I had exactly the same problem. After many phonecalls it has now been fixed and I have my 50Gb. Not sure if this is because I kept the pressure on or whether it would have been fixed anyway.

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evfrson
Aspiring Contributor
271 Views
Message 8 of 9

Re: BT Cloud not upgraded after changing broadband package

I'm glad you all fixed now. That's the problem with BT it's not just one call to get the problems fixed - you have to keep making call after call after call to get anything done. I don't know if it is deliberate hoping the customer will just go away and give up or just incompetence.

 

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Dynamicworm
Beginner
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Message 9 of 9

Re: BT Cloud not upgraded after changing broadband package

I don't think it's a deliberate ploy - once I did get through to the various call centres all over the world I found the response quite good - many times I would start in one of their overseas centres but quickly was transferred to the UK where I got a pretty good service. In the end the BT Cloud team started ringing me back giving me updates. It would seem this is a big problem with Cloud at the moment - I was told at one point that one customer had to wait a month to get his 50Gb. Luckily it took just over a week for me.

 

One thing I did was to ring the sales department first where you get through very quickly (rather than BT Cloud where you sometimes don't get through after waiting 30mins on the phone) then get them to liaise with BT Cloud internally.

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